CASE STUDY Novotel Amsterdam City Improves Guest Satisfaction Using Pulse 2 improvement on total guest score 7,500 extra reviews expected ptNovotel Amsterdam City is a busy, urban hotel that receives a high percentage of international travelers. Business travelers often choose the hotel for its proximity to the city’s large convention centers while leisure travelers enjoy the close public transport links. Additionally, the hotel’s restaurant, bar and cocktail lounge attract visitors who are not staying in the hotel. Providing a high quality guest experience for all types of guests and visitors is paramount for the team. CHALLENGE The challenge for Novotel Amsterdam City was two-fold. Firstly, the hotel wanted a way to improve on the individual experiences guests were having, before they

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